The Fine Print…
Purpose of Service Agreement
The purpose of this agreement is to document a personalised and self-directed support arrangement between the service provider, here forth referred to as A8 or “Us”, and the National Disability Insurance Scheme (NDIS) participant identified in section 1, here forth referred to as the A8 Member or “You”. The agreement has been created with the understanding that A8 works with you to provide the flexibility and authority needed to determine your chosen supports to enable you to achieve your aspirations and goals as outlined in your NDIS plan.
Objectives of Service Agreement
Provide a clear reference of the roles and responsibilities of both parties.
Present a clear, concise and measurable description of the service provision to you as the A8 member.
How does this Agreement fit in with the NDIS?
This agreement is made in accordance with the rules and the goals of the NDIS is made for the purpose of providing supports under your NDIS plan.
The parties agree that this service agreement is made in the context of the NDIS, which is a scheme that aims to:
Support the independence and social and economic participation of people with disability, and
Enable people with a disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.
What supports will be provided?
We will work in collaboration with you to determine what mix of supports (services and/or programs) will best meet your goals. Through your enrolment form and initial consultation/s, both parties will agree upon the supports, appointment times, locations and team members you will work with. These supports are flexible in nature and can be adjusted and adapted in consultation with us throughout the agreement as your needs, goals and preferences change.
A8’s current service and program costings can be found here.
What is expected of the A8 Member and Representative?
A8 Members and Representatives (parents/guardians, carers, support workers) are expected to adhere to the following rights and responsibilities at all times during this service agreement and when receiving services:
Be actively involved in the designing the support plan and setting and monitoring goals.
Ensure the costs of supports arising from this services agreement must be able to be met within the funding available in your approved NDIS plan.
Ensure all invoices are paid promptly and in full.
Immediately notify A8 (in person, in writing, or over the phone) if you stop being a participant in the NDIS.
Keep A8 informed of any change in circumstances that will likely affect the delivery of services or impact this agreement such as, where you live, medication/medical treatments and procedures, behavioural changes likely to impact on the safe delivery of the services, guardianship and care arrangements.
Arrive at the designated service/support location at the agreed upon appointment time.
Treat all A8 staff, members and present parties with respect and abide by A8’s Code of Conduct, Hygiene, Privacy, and Cancellation Policy when attending supports. For our cancellation policy, see point nine below.
What is expected of A8?
A8 and our representatives (whether employed or acting on behalf of A8) are expected to:
Arrive at the support location at the agreed upon appointment time and prepared and ready to deliver the supports.
Treat you with dignity and respect at all times.
Notify you as soon as practically possible when a change has occurred to the time of an appointment or support.
Provide a safe and comfortable space for the delivery of the services and programs.
Obey all NDIS, state and federal rules and laws that apply, including those relating to the provision of health services where a health treatment is being provided. This includes the National Disability Insurance Scheme Act 2013 and the National Disability Insurance Scheme Rules.
Provide timely invoices and statements for your supports.
Communicate openly, honestly and in a timely manner within A8’s business hours.
How to make changes to this agreement
Simply contact A8’s reception via email@example.com or (07) 3871 3886.
What if I need to cancel my appointment?
Group programs: A8’s group programs and sessions are invoiced for the entire tern (invoiced in week two) to ensure we are adequately insured and staffed to deliver the program throughout the term. We do not offer refunds for missed or cancelled group sessions, unless arrangements have been at the beginning of the term (usually planned absences for medical procedures, long travel periods, etc.).
Therapy and 1-on-1 services: The NDIS encourages providers to charge 90% of the session rate where less than 48-hours’ cancellation notice is given. A8 will not be strictly enforcing this, and instead opting to implement a tiered Cancellation Policy:
Where possible we ask families provide 48-hours’ notice so we can fill the cancelled time with a member from our waitlist. To help families we continue to invest in our opt-out appointment reminder messaging service (text/email), which are now sent three days prior to the appointment. We just kindly ask that you think of A8 as a specialised paediatric service and we require at least 48 hours’ notice to be able to fill cancelled appointment slots.
Short-notice cancellations on the day before or the day of the appointment due sickness or behaviours will be invoiced at 50% of the session rate. This flu season has is a particularly challenging time for everyone.
No show (forgotten appointments) will be invoiced at 90% of the session rate.
Public Holidays: If your service or appointment falls on a public holiday, prior arrangements will be made to re-schedule your group program or 1-on-1 service at no charge.
How to end the Agreement
If you wish to exit or withdraw from this Service Agreement, you are required to provide A8 with two weeks notice by emailing firstname.lastname@example.org.
A8 will provide a minimum of two weeks written notice if we can no longer meet your needs or sustainably deliver the agreed upon supports and have no option but to withdraw from this agreement.
A8 will do everything we can to support you in finding another provider who is better suited to deliver supports to meet your goals and aspirations.
Consent to Therapy
Your informed consent is required for all services provided by Active Eight (A8). Consent needs to be provided by a parent or legal guardian prior to your child accessing treatment, assessments, interventions and programs.
You may withdraw your consent for any specific intervention or program at any time, and the specific intervention will cease immediately.
Allied health management and A8 programs are typically effective and safe, however like any treatment or extra-curricular activity there are benefits and risks. The allied health professional, program facilitator or volunteer working with you and your child will discuss any foreseeable risks prior to administering any treatment or undertaking the program. Overall, risks do not exceed those that a child is exposed to in a typical day.
A8 staff and representatives may ask personal questions relating to your child’s development. The more information you provide, the more likely it is that A8 can provide effective treatment. However, it is your choice as to what information you choose to provide.
During the initial consultation, examination, or trial class it will be necessary for the A8 staff member or representative to make physical contact with your child for the purpose of assessing, treating or generally supporting your child. Consent will be achieved through electronically signing this Service Agreement, with implied consent is assumed there afterwards.
The risk related to some interventions and programs can increase when the A8 team is not aware of certain facts. Please inform our staff if your child has any of the following:
Heart condition impacting engagement in physical activity
Severe respiratory conditions e.g. asthma
Absconding (running away, running onto busy roads, etc.)
By agreeing to receive services at Active Eight (A8) you further acknowledge the following:
Assessment and screening may be undertaken and any records taken will be kept in confidential client file in accordance with the relevant privacy laws;
Video, photo, written records and work samples may be taken, and if taken will be kept in a confidential client file in accordance with the relevant privacy laws;
With prior permission and consent, relevant stakeholders may be contacted to discuss your child’s development with the aim to gather further information and understanding of your child’s presentation
With prior permission and consent, your child’s assessment and/or therapy outcomes will be discussed with relevant stakeholders with the aim to support your child’s development across their natural environments.
What to do if there is a problem?
A8 recognises that you have a right to provide feedback, lodge complaints, raise suggestions, resolve grievances and commend good performance.
We kindly ask that if you would like to take any of the aforementioned actions, to please contact A8’s CEO directly or make an in-person appointment by emailing email@example.com and requesting a face-to-face or over the phone meeting.
If you feel as though your issue or complaint has not been adequately dealt with you can take further action by contacting the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting ndis.gov.au.
Goods and Services Tax
Under the NDIS, GST will not apply to most services. If GST is applicable to your service, it will be detailed in the agreement and Schedule of Supports.